Simple Machines Community Forum

Archived Boards and Threads... => Archived Boards => SMF Feedback and Discussion => Topic started by: jerm on March 29, 2008, 06:53:52 PM

Title: We are always looking for Support Specialists!
Post by: jerm on March 29, 2008, 06:53:52 PM
SMF has decided to take a new approach to support. We are going to implement a new system to thank the non-Team Members who've post helpful replies to others. There are a number of you who enjoy giving support but can only do it for a few months at a time. We understand that life gets busy and that sometimes SMF has to take the back burner :(. 

The SMF team knows all about working for free. A lot of us have been working on this project for years. We use our free time to help move this project forward. We also understand that you are putting in your free time as well to help this project out. I hope that this program will help us to have a better relationship with you.

Your contributions have been noticed even when nobody has mentioned it to you. In order to publicly thank those who have taken the time to help us out, we have created a new membergroup that will show a temporary badge. If the SMF Team feels that you have contributed a significant amount of helpful support, you will earn a badge which will only last about a month. We will only issue a few of these each month to those who have provided the most professional and knowledgeable support.  If you continue to provide support, you may be able to keep the badge for additional months :).

The second way we want to help you out is by giving you more tools to work with. The SMF team have a number of tools that we use to help provide support in a more timely fashion. New team members that come onto the team often wonder why these tools are not offered to them beforehand. Since we do not wish to clutter up everyones forum, we will be providing a portion of these tools to you by means of a membergroup. This membergroup will be a requestable membergroup; to request entry visit your profile (Profile > Group Membership > request membership for the "Community Support Helper" membergroup).
After joining this group you will see a few new tools on your screen. If there are any problems about this you can contact JimM (http://www.simplemachines.org/community/index.php?action=profile;u=92243) at any time by sending a PM.

Thanks for your continued support and we look forward to working together more closely.
Title: Re: We are always looking for Support Specialists!
Post by: Thantos on March 30, 2008, 08:51:32 PM
If you are lazy like me then you can also use http://www.simplemachines.org/community/index.php?action=profile;sa=groupMembership to get to the Group Membership page.
Title: Re: We are always looking for Support Specialists!
Post by: TheWrath! on March 30, 2008, 11:50:20 PM
thanks for the option to do this.
Title: Re: We are always looking for Support Specialists!
Post by: Darknico on March 31, 2008, 05:32:16 AM
Thanks!
Title: Re: We are always looking for Support Specialists!
Post by: N3RVE on March 31, 2008, 09:16:57 AM
Thanks!

You're Welcome ;)
Title: Re: We are always looking for Support Specialists!
Post by: Darknico on March 31, 2008, 06:26:23 PM
Thanks!

You're Welcome ;)

tnx :)
Title: Re: We are always looking for Support Specialists!
Post by: Panzer- on April 01, 2008, 01:31:37 AM
Thanks for this, i might get active here again and consider applying.
Title: Re: We are always looking for Support Specialists!
Post by: GravuTrad on April 01, 2008, 07:25:25 AM
great idea.
Title: Re: We are always looking for Support Specialists!
Post by: perplexed on April 01, 2008, 08:00:04 AM
that's very cool :)
Title: Re: We are always looking for Support Specialists!
Post by: Kender on April 01, 2008, 08:13:16 AM
Thanks for this, i might get active here again and consider applying.
I think it will get the average "sandbagger" out here to be more active helping people

Perks are always a good motivator

can we nominate employees for this?  :P
I have gotten a lot of help recently from many of the regular staff, and even some from the regular joes as well
Title: Re: We are always looking for Support Specialists!
Post by: Ol' Wombat on April 03, 2008, 02:07:56 AM
Perhaps a bit more specific? - so how many good answers (postings) are required (per day or month) to be eligible for that badge?

Not that I am personally interested but give people an idea how much effort they have to put in.
Title: Re: We are always looking for Support Specialists!
Post by: kevinhannan on April 03, 2008, 10:56:12 AM
I support SMF's values to the point that I was/am happy to pay the $50 charter membership fee even though I knew SMF was going to release v2 imminently (as it was less than 1 month after my sign-up).

I recognise the value of the free help I get - and I openly acknowledge my successes are built upon the shoulders of that help.

That is why I am considering giving SMF a donation for every x paying members I get to my forum. At the moment, as I have my own costs 'x' is going to be about the 50th paying member and every 100 thereafter -up to a certain point as yet undetermined.

I'm happy for SMF to determine how they use any 'extra' cash as they know their business better than me. However, I would like to see additional premium tags being given to people who give reasonable donations after the original $50. (Like Bronze/Silver/Gold/Platinum charter member.) I would also like to see that those people who help in a very real sense are offered free hosting (or something, maybe purchase of a top-level domain) that they would appreciate. That way costs are manageable and predictable while having real value.

My other thought was that I would very much like to help, even within my limited abilities. It would make sense to farm out the simpler queries to people like me,leaving the more experienced guys to work on more challenging queries. This way I get to develop faster and everybody gets queries that are more relevant to them. However, I understand that administering this might be more than answering the query itself.

Many thanks, Guys, you know who you are, and so do the rest of us - your work is very much appreciated and wanted.

Regards
Kevin Hannan
Title: Re: We are always looking for Support Specialists!
Post by: perplexed on April 03, 2008, 11:28:14 AM
/me watches the stampede as people fall over each other to help
   :D
Title: Re: We are always looking for Support Specialists!
Post by: GliG on April 03, 2008, 12:29:41 PM
I'm new Community Support Helper :)

I'll want on hiatus :)
Title: Re: We are always looking for Support Specialists!
Post by: 青山 素子 on April 03, 2008, 03:35:41 PM
Perhaps a bit more specific? - so how many good answers (postings) are required (per day or month) to be eligible for that badge?

AFAIK, there is no bottom number for eligibility. The simple requirements are good, consistent, help. If we had a post requirement, it would encourage people to post mediocre one-line things to try and get in the running.


However, I would like to see additional premium tags being given to people who give reasonable donations after the original $50. (Like Bronze/Silver/Gold/Platinum charter member.)

We are looking into ways to recognize larger donors and our sponsors. Keep tuned for that.
Title: Re: We are always looking for Support Specialists!
Post by: metallica48423 on April 03, 2008, 03:53:05 PM
Indeed.  We are looking to get people involved, to spread knowledge around, and generally just keep things new and exciting, you know?

Like Motoko-chan stated... theres no 'minimum'.  We simply are looking to involve the community more within itself :)
Title: Re: We are always looking for Support Specialists!
Post by: perplexed on April 03, 2008, 03:55:19 PM
lol Motoko-chan (https://www.simplemachines.org/community/proxy.php?request=http%3A%2F%2Frommie.animeneko.net%2Frandom%2Fimages%2Fsmf-badge-sc.gif&hash=507e444edb66350397665f3262098efc) 
is that the badge you are offering   :P
Title: Re: We are always looking for Support Specialists!
Post by: kevinhannan on April 03, 2008, 03:55:43 PM
You can call on me for the more basic stuff and increase that as my skills develop...

Over to you.

Regards
Kevin Hannan
Title: Re: We are always looking for Support Specialists!
Post by: metallica48423 on April 03, 2008, 03:56:33 PM
Perplexed:  its an old inside joke.

We'll tell you when you're older :P  *snickers*
Title: Re: We are always looking for Support Specialists!
Post by: 青山 素子 on April 03, 2008, 04:32:41 PM
Perplexed:  its an old inside joke.

Not really all that inside, though. I thought I'd stick the badge in my sig for fun. The "Support Creep" title came from when a member got rather upset at me and called me a creep. That was back when I wore the green badge. You can find the post in question over here (http://www.simplemachines.org/community/index.php?topic=161034.msg1042529#msg1042529).
Title: Re: We are always looking for Support Specialists!
Post by: metallica48423 on April 03, 2008, 04:39:51 PM
Ah, the good old days :P
Title: Re: We are always looking for Support Specialists!
Post by: perplexed on April 03, 2008, 07:16:13 PM
I just read the post lol creep is one of those words you don't here much 'these days' not really in vogue is it.
/me pictures motoko-chan creeping around the forum and finds it quite perplexing
  :P
Title: Re: We are always looking for Support Specialists!
Post by: redone on April 03, 2008, 07:27:17 PM
Ah, the good old days :P
When "search is your friend" and still is! ;)
Title: Re: We are always looking for Support Specialists!
Post by: !Hachi! on April 04, 2008, 08:27:02 AM
thats really helpfull to spam i mean to post in support topics.thanks to Team.
Title: Re: We are always looking for Support Specialists!
Post by: ALEJO on April 04, 2008, 05:54:06 PM
why dont make a trophy room on the users profile?... so the ppl knows how many awards do u have
Title: Re: We are always looking for Support Specialists!
Post by: metallica48423 on April 10, 2008, 02:43:12 AM
We don't use any sort of awards like thing here.

The Support Helper of the Month is actually a private group moderated by the Lead Support Specialists (currently Jerm and myself).
Title: Re: We are always looking for Support Specialists!
Post by: perplexed on April 10, 2008, 05:35:51 AM
probably the image is giving the impression that it's a trophy
/me polishes trophy and puts it on the mantelpiece
Title: Re: We are always looking for Support Specialists!
Post by: metallica48423 on April 10, 2008, 12:34:40 PM
I know, its deceiving though.  Its actually cursed ;)
Title: Re: We are always looking for Support Specialists!
Post by: perplexed on April 10, 2008, 05:47:11 PM
what?  You're handing out cursed trophies without warnings to innocent unsuspecting members ? 
/me is shocked
Title: Re: We are always looking for Support Specialists!
Post by: karlbenson on April 10, 2008, 05:59:58 PM
Yeah, the trophy was kindly donated by Metallica48423 which originally had the plaque "Disco Ballet Champion 2007" on it.
Something you want to tell us Metallica? ;)
Title: Re: We are always looking for Support Specialists!
Post by: metallica48423 on April 10, 2008, 06:55:00 PM
lol yeah sure. me dancing is like the epitome of fail.
Title: Re: We are always looking for Support Specialists!
Post by: Jade Elizabeth on April 10, 2008, 06:56:56 PM
Ha, I fall down from a stationary position

(https://www.simplemachines.org/community/proxy.php?request=http%3A%2F%2Fwww55.pair.com%2Frachelpi%2Fimages%2Ffailed.jpg&hash=276f4d1bb97fa82581771067983fb32c)

(lol)
Title: Re: We are always looking for Support Specialists!
Post by: Ðyєgσv on April 12, 2008, 07:13:01 PM
Well, even though I have been gone for some time, I think this is such a good idea! It encourages people to give better and more accurate support. Usually it should be done without waiting for anything in return, but it's always nice to have the option of a little recognition. Thanks :)
Title: Re: We are always looking for Support Specialists!
Post by: Spaceman-Spiff on April 23, 2008, 09:03:09 PM
Do Community Support Helpers get a special badge? Or some special sign to let other users that they're "special"? :)
Title: Re: We are always looking for Support Specialists!
Post by: shadow82x on April 23, 2008, 09:08:30 PM
No

They get the honor of getting cool support links though :P
Title: Re: We are always looking for Support Specialists!
Post by: metallica48423 on April 29, 2008, 04:41:55 AM
I'd like to take a moment to give a round of applause to our new Support Helpers of the Month for May 2008:

Eliana Tamerin (http://www.simplemachines.org/community/index.php?action=profile;u=30373)
LexArma (http://www.simplemachines.org/community/index.php?action=profile;u=136049)
shadow82x (http://www.simplemachines.org/community/index.php?action=profile;u=93211)

Congratulations to them :)

Thanks once again to our prior Support Helpers of the Month for April :)
Title: Re: We are always looking for Support Specialists!
Post by: perplexed on April 29, 2008, 05:12:39 AM
Well done guys!


/me realises big trophy has gone already *sob*
Title: Re: We are always looking for Support Specialists!
Post by: Aleksi "Lex" Kilpinen on April 29, 2008, 05:14:22 AM
I have to say I'm a bit supprised, but truly feel honored, for I feel I am still always learning myself as well. :)
Title: Re: We are always looking for Support Specialists!
Post by: perplexed on April 29, 2008, 05:29:05 AM
go Lex!  well done mate :)
Title: Re: We are always looking for Support Specialists!
Post by: Aleksi "Lex" Kilpinen on April 29, 2008, 06:24:50 AM
go Lex!  well done mate :)
Thank you :)
Title: Re: We are always looking for Support Specialists!
Post by: metallica48423 on April 29, 2008, 09:45:34 AM
Well done guys!


/me realises big trophy has gone already *sob*

Keep it up and you never know, you could end up wearing it again ;)

Besides, its about what you do.  Badge or not, its about enhancing the community, right! :)

None of us here doubt that you're worthy of wearing it :)
Title: Re: We are always looking for Support Specialists!
Post by: perplexed on April 29, 2008, 09:50:57 AM
heh!  thanks.  It's ok, I gave stewie one instead  :P

btw where is shadow82x's trophy, he's not wearing one?
 
Title: Re: We are always looking for Support Specialists!
Post by: !Hachi! on April 29, 2008, 09:53:23 AM
he is charter member and its enough for him :P
    congrats guys.keep it up.as metallica48423 with badge or without our mission is common and simple to provide support to new comers and help SMF.good luck guys.
  btw its kinda pride to have trophy under your name :P.
Title: Re: We are always looking for Support Specialists!
Post by: perplexed on April 29, 2008, 09:56:55 AM
lol the trophy is rather large at that

/me joins hassan on his mission to help the helpless
Title: Re: We are always looking for Support Specialists!
Post by: [SiNaN] on April 29, 2008, 09:58:39 AM
Congratulations to our new support helpers of the month.

But what about changing the trophies with pretty ones BlackMage? :P
Title: Re: We are always looking for Support Specialists!
Post by: metallica48423 on April 29, 2008, 10:06:15 AM
if you have a better one, i wouldnt mind seeing about using it.
Title: Re: We are always looking for Support Specialists!
Post by: jossanaijr on April 29, 2008, 10:10:04 AM
What about a different trophy for each month? Like F1... And also could have a room with the winners' history.
Title: Re: We are always looking for Support Specialists!
Post by: N3RVE on April 29, 2008, 10:12:06 AM
What about a different trophy for each month? Like F1... And also could have a room with the winners' history.

Not a bad idea
Title: Re: We are always looking for Support Specialists!
Post by: [SiNaN] on April 29, 2008, 10:23:33 AM
if you have a better one, i wouldnt mind seeing about using it.

A kind of badge can be designed maybe. This is a bit large in my opinion.

What about a different trophy for each month? Like F1... And also could have a room with the winners' history.

Again in my opinion, it shouldn't be taken so serious. If it will, the purpose will also change I think. Let's leave it just as a small present for volunteer helpers of our community.
Title: Re: We are always looking for Support Specialists!
Post by: perplexed on April 29, 2008, 10:31:51 AM
hehe there you go  :P

(https://www.simplemachines.org/community/proxy.php?request=http%3A%2F%2Fi279.photobucket.com%2Falbums%2Fkk151%2Fstillperplexed%2Fsmfhelperbadge.png&hash=816a606966130951148e686c5816a8e9)
Title: Re: We are always looking for Support Specialists!
Post by: 青山 素子 on April 29, 2008, 10:33:12 AM
Nice, but that's not the right logo. (Sorry to call you on that, but we're trying to gain some consistency.)
Title: Re: We are always looking for Support Specialists!
Post by: perplexed on April 29, 2008, 10:35:13 AM
I took it from this page http://www.simplemachines.org/promo/ (http://www.simplemachines.org/promo/)

here http://www.simplemachines.org/promo/smfbanner1_100x75.png
Title: Re: We are always looking for Support Specialists!
Post by: 青山 素子 on April 29, 2008, 11:16:21 AM
Okay. Looks like I'll need to get that page updated.
Title: Re: We are always looking for Support Specialists!
Post by: N3RVE on April 29, 2008, 11:26:05 AM
Quickly Please :P
Title: Re: We are always looking for Support Specialists!
Post by: perplexed on April 29, 2008, 11:47:24 AM
(https://www.simplemachines.org/community/proxy.php?request=http%3A%2F%2Fi279.photobucket.com%2Falbums%2Fkk151%2Fstillperplexed%2Fsmfhelperbadge3.png&hash=b40d76e19bf6987a8f620c34e5a9a00b)  :)
Title: Re: We are always looking for Support Specialists!
Post by: N3RVE on April 29, 2008, 11:59:06 AM
/me thinks quiteperplexed is good with creating images :P
Title: Re: We are always looking for Support Specialists!
Post by: perplexed on April 29, 2008, 12:16:21 PM
thanks nerve but it was knocked up very quickly so its a bit rough
Title: Re: We are always looking for Support Specialists!
Post by: N3RVE on April 29, 2008, 12:38:14 PM
Yeah I can see that!
The image in your signature is superb!
Keep it up man!
Title: Re: We are always looking for Support Specialists!
Post by: 青山 素子 on April 29, 2008, 12:49:22 PM
Quickly Please :P

Those weren't intended to be official things, I've been told. Regardless, as they are in the position of seeming such, we'll need to update those.
Title: Re: We are always looking for Support Specialists!
Post by: N3RVE on April 29, 2008, 01:11:41 PM
Quickly Please :P

Those weren't intended to be official things, I've been told. Regardless, as they are in the position of seeming such, we'll need to update those.

Alright Metoko-chan,
If I can be of help. .  Don't hesitate to contact me. . .
Title: Re: We are always looking for Support Specialists!
Post by: Eliana Tamerin on April 29, 2008, 08:20:48 PM
Wow, I'm honored. Thanks to the wonderful Support Team who offer dedicated support. We specialists only hope to try as hard. ;)

Awesome artwork, Perplexed. Looks good so far to me, once you get it polished up.
Title: Re: We are always looking for Support Specialists!
Post by: Spaceman-Spiff on April 29, 2008, 08:34:16 PM
Grats Eliana, Lex & shadow :).
Title: Re: We are always looking for Support Specialists!
Post by: shadow82x on April 29, 2008, 08:43:27 PM
haha thanks people and goodjob Lex, and Eliana

Can the trophee get any bigger? lol!
Title: Re: We are always looking for Support Specialists!
Post by: Eliana Tamerin on April 29, 2008, 08:47:42 PM
Would you rather it be this large?

(https://www.simplemachines.org/community/proxy.php?request=http%3A%2F%2Fwww.gettingpersonal.co.uk%2Fimages%2Fpewter_trophy_lrg.jpg&hash=427fa3631bb6714ee5ceb7a4c91b4fa0)

And congrats to both shadow and Lex. Sorry I forgot to say that earlier.
Title: Re: We are always looking for Support Specialists!
Post by: metallica48423 on April 29, 2008, 10:23:19 PM
That actually looks one of the original images submitted, lol
Title: Re: We are always looking for Support Specialists!
Post by: Aleksi "Lex" Kilpinen on April 30, 2008, 12:57:43 AM
And congrats to both shadow and Lex. Sorry I forgot to say that earlier.
And to you and shadow as well. :)
Title: Eliminating the noise around support.
Post by: DenDen60 on May 21, 2008, 03:16:09 PM
HI.
 
I do not have enough knowledge to be able to offer support. I do have enough knowledge to reduce the "noise" that affects support. By "noise" I mean repeated demand for the same type of support. Included in that "noise" is all the posts around that initial demand that brings no added value to the thread.
 
If other members are interested, I would be willing to coordinate such an endeavour. The task would require to:   If anyone is interested, let me know.
Title: Re: We are always looking for Support Specialists!
Post by: metallica48423 on May 21, 2008, 03:19:37 PM
Can you please go into more detail on what you are referring to, and what you feel should be done to alleviate that?
Title: Re: We are always looking for Support Specialists!
Post by: DenDen60 on May 21, 2008, 03:41:50 PM
One of best ways to reduce support is make it easier for users to find the exact information they are looking for. To be able to do this, you either need a great search engine, that can find the information you want in the language you want and in the context you are using that information, or great docs that can answers any questions.
 
There are presently no search engine capable of doing this and it is impossible to create docs that will answer all possibilites.
 
The only way to do this, is to manage the interactions between the user and the knowledge base. in this case the forums and the docs. We do so by redirecting the user to the proper place in the knowledge base. To be able to do this : IMHO of course
 
Title: Re: We are always looking for Support Specialists!
Post by: babjusi on May 21, 2008, 03:44:05 PM
One of best ways to reduce support is make it easier for users to find the exact information they are looking for. To be able to do this, you either need a great search engine, that can find the information you want in the language you want and in the context you are using that information, or great docs that can answers any questions.
 

There is a very detailed doc area here and the search works just fine. Only no one seems to use either of those
Title: Re: We are always looking for Support Specialists!
Post by: DenDen60 on May 21, 2008, 03:55:35 PM
There is a very detailed doc area here and the search works just fine. Only no one seems to use either of those

Yes but do they answer the needs of the users? I suspect they dont, otherwise people would use them. Which makes me think that one of the firts thing to do would be to better understand the users and it's need through a survey.
 
IMHO of course
 
Title: Re: We are always looking for Support Specialists!
Post by: Eliana Tamerin on May 21, 2008, 04:06:58 PM
Have you tried them first? Try looking through the docs, see if it answers the questions you have. Try searching, see if you find the answers you need.
Title: Re: We are always looking for Support Specialists!
Post by: Night09 on May 21, 2008, 04:22:18 PM
Do people like myself who know some aspects better than others concerning smf still qualify to apply? I know it says no minimum but was curious to know if theres some kind of limits.

I have answered issues on the forums but still need to ask as well sometimes,just wondering ;)
Title: Re: We are always looking for Support Specialists!
Post by: Eliana Tamerin on May 21, 2008, 04:48:54 PM
Don't worry, you never stop learning. Even the team members ask questions sometimes, and even long-time veterans who have made several mods do as well.

You can always help people, even if you can't solve every problem. If you can even point one person towards the correct place (the docs, search, or the proper forum) instead of solving their problem, you've been an assist.
Title: Re: We are always looking for Support Specialists!
Post by: babjusi on May 21, 2008, 04:52:23 PM
There is a very detailed doc area here and the search works just fine. Only no one seems to use either of those

Yes but do they answer the needs of the users? I suspect they dont, otherwise people would use them. Which makes me think that one of the firts thing to do would be to better understand the users and it's need through a survey.
 
IMHO of course
 

Look, most answers that the users ask here have been/asked before like thousands of times. So a simple search would reveal plenty of solutions. All the basic and some more are explained very precisely, eloquently and with military precision I would say. But what most of the users do? They don''t bother to perform a search before they ask about their problem. Ths is based on my observation here for more than a year and a half. If you cruise through the topics in this forum, you will see what I mean
Title: Re: We are always looking for Support Specialists!
Post by: babjusi on May 21, 2008, 04:53:45 PM
Don't worry, you never stop learning. Even the team members ask questions sometimes, and even long-time veterans who have made several mods do as well.

Very true and well spoken. Smf is like a University where the sky is the limit.
Title: Re: We are always looking for Support Specialists!
Post by: metallica48423 on May 21, 2008, 05:01:00 PM
Do people like myself who know some aspects better than others concerning smf still qualify to apply? I know it says no minimum but was curious to know if theres some kind of limits.

I have answered issues on the forums but still need to ask as well sometimes,just wondering ;)

Don't worry, you never stop learning. Even the team members ask questions sometimes, and even long-time veterans who have made several mods do as well.

You can always help people, even if you can't solve every problem. If you can even point one person towards the correct place (the docs, search, or the proper forum) instead of solving their problem, you've been an assist.

This is too true.  I still continue to learn every day.  Theres always things to learn, but you shouldn't judge yourself based on what you don't know, but rather what you do.

SMF's support needs in this aspect call for a wide variety of skillsets and knowledge.  When i make a judgement to put a watch a member, it is not only because they help out or how much they help out, but many other things.  I look for things such as a willingness to learn and grow, I look for a good synergy with others (including team members), I figure out whether the team is something that will help them grow or hold them back, and whether teamship is something they'd want out of interest of helping out, rather than just being on the "inside",  I evaluate where I see someone fitting in, where I feel their interests lie, and I try to set them up to pursue those interests.

Theres no hard-set limits.  The support helper group is freely joinable, and the support helper of the month is something we do to show appreciation for efforts.  In the end, we all do what we can :)

Support is really about more than just helping people out, if you really deeply look at it.

Nightbre, just keep at it and keep learning :)
Title: Re: We are always looking for Support Specialists!
Post by: Night09 on May 21, 2008, 05:36:36 PM
The learning never ends !

I first got SMF to make a wow forum and now I play with SMF more than wow lol. :P





Title: Eliminating the noise around support.
Post by: DenDen60 on May 21, 2008, 06:33:10 PM
Well it is a genuine offer. If some people are interested in knowledge management, just inbox me and will see if we can make something out of it.
 
If you want to know more about knowledge management, here are a few links on the subject:
 
http://en.wikipedia.org/wiki/Knowledge_Management (http://en.wikipedia.org/wiki/Knowledge_Management)
 
http://en.wikipedia.org/wiki/Knowledge_Management_System (http://en.wikipedia.org/wiki/Knowledge_Management_System) (especially the following element) 
Title: Re: We are always looking for Support Specialists!
Post by: Eliana Tamerin on May 21, 2008, 07:26:24 PM
Could you answer the questions directed to you? I asked if you tried the search and docs, since you were so quick to condemn their effectiveness. Have you found them ineffective from your own experience?
Title: Re: We are always looking for Support Specialists!
Post by: Jade Elizabeth on May 21, 2008, 07:28:55 PM
If you have, feel free to PM me a nice long list and I'll get to each doc one by one and fix it up over the summer :D.
Title: Re: We are always looking for Support Specialists!
Post by: Night09 on May 21, 2008, 08:03:53 PM
Quote
Quote
There is a very detailed doc area here and the search works just fine. Only no one seems to use either of those

Yes but do they answer the needs of the users? I suspect they dont, otherwise people would use them. Which makes me think that one of the first thing to do would be to better understand the users and it's need through a survey.
 
IMHO of course

The first thing no matter how much knowledge is available and by what means it is available is this.

Do the users know how to ask the right question ?
Title: Re: We are always looking for Support Specialists!
Post by: HecKel on May 21, 2008, 08:26:24 PM
Could you answer the questions directed to you? I asked if you tried the search and docs, since you were so quick to condemn their effectiveness. Have you found them ineffective from your own experience?

Actually, I spent about one hour to find this: http://support.simplemachines.org/function_db/

I did searches here and I only found the SMF 2.0 function db (and a lot of topics that didn't answered me), I did searches in the Docs and I didn't found anything (even in MOD/Theme customizations) and just by a little of lucky I found that.

I knew that this information exists, so I avoid to create one MORE topic asking the same..., I know how much annoying is to reply to some question like this, so I tried a lot of time.

I think that SMF has a lot of information, but the problem is that you (we, or aren't we a community? :P) have this information spread for the whole site, I didn't need support, I am doing just a MOD ;) I wouldn't tried to search there this information.

This is just an example, I can send Alundra one PM with some suggestions to the Docs (and I hope that I have time enough to do something that worths the PM).

Yes, the search system is not a good system and need improvements, but here the problem is more than that.

About the support team, I can't say anything bad, until now I have any complain and since I become Charter Member (not with this username :P), now I really cannot say anything bad. The only issue is the "few" members for one community like this, but now we have the Support Helper of the Month that helps the team ;)
Title: Re: We are always looking for Support Specialists!
Post by: Eliana Tamerin on May 21, 2008, 08:30:17 PM
Thanks, that's what I wanted to know.

I'm grateful that Alundra is so willing to take suggestions on how to improve the docs. Any help you can give her serve to make SMF an easier software to understand.
Title: Re: We are always looking for Support Specialists!
Post by: Jade Elizabeth on May 21, 2008, 08:49:14 PM
I love PM's HecKel :D

Thanks, that's what I wanted to know.

I'm grateful that Alundra is so willing to take suggestions on how to improve the docs. Any help you can give her serve to make SMF an easier software to understand.

Please please please, Otherwise I'll just be aimlessly selecting docs from a hat again  :P (I'm kidding, but obviously I cannot read every single doc and know what to add and such...so it helps to have people tell me where the flaws are so I can iron them out as I go through :D)
Title: Re: We are always looking for Support Specialists!
Post by: Jumpmasterrt on June 18, 2008, 10:00:34 PM
Wow, what an awesome idea.... thanks :D
Title: Re: We are always looking for Support Specialists!
Post by: metallica48423 on June 19, 2008, 12:10:45 AM
a few pointers for people who might be interested in getting involved in support

- Keep in mind that what we look for isn't strictly quantity of support, but more quality and consistency.  We are in it for the long haul.
- Use your resources -- the search, Online Manual, Function DB, and other resources are there to be used, whether it be an end user or someone helping out.
- Don't kill yourself doing support.  Again, quantity isn't everything.  one person doing 60 support posts across 3 days still does less than someone doing 10 per day for 10 days, right?  Doing too much will burn you out! 
- Don't take it personally -- not everyone will agree with you on your methods or suggestions.  most people don't mean anything personally, they just don't agree with you -- I know this from experience.  That said, if someone is rude or offensive, you have every right to decide not to help them out..  dont advertise that fact as such, just move on.
- Learn from your mistakes -- We are all wrong sometimes -- use it as a way to learn rather than taking it as a sign of failure.  NOBODY on the team will look down on someone that is willing to learn and grow.

As another note, feel free to join us in our IRC chatroom if you need a little help getting set in the right direction when helping with a support topic.  While we don't offer support via IRC, if you're doing it to help others out it is a good resource for you to use to your advantage!
Title: Re: We are always looking for Support Specialists!
Post by: Eliana Tamerin on June 19, 2008, 01:11:00 AM
Quote
- Learn from your mistakes -- We are all wrong sometimes -- use it as a way to learn rather than taking it as a sign of failure.  NOBODY on the team will look down on someone that is willing to learn and grow.

Let me just confirm this from experience. I still get corrected by others. I'm learning just like many of you here. But the Team doesn't look for the person who knows it all, so don't worry if you don't. And don't worry if you aren't a long-time user, a coder, a themer or a person "in the know." If you see a question that you know the answer to, know where to find the answer, or know who to ask to find the answer, even if you think you know the answer, step up and answer it! Don't be shy, because chances are it'll be an opportunity for you to grow. And if you're not right, then you have a confirmed right answer by the person who corrected you. Just move on and you'll have that in your brain for next time.

Most of all, though, have fun. If you enjoy helping others, then help out for enjoyment. Don't make it a chore, enjoy yourself! That doesn't mean you can't take up a challenge or do a bit of work to find the answer. Just make sure you don't turn support into a nightmare for yourself.
Title: Re: We are always looking for Support Specialists!
Post by: Aleksi "Lex" Kilpinen on June 19, 2008, 01:16:09 AM
Congratulations Eliana! :) I've been a little busy with work the last few weeks, and just noticed your new shiny badge.

And would also like to say that I agree with the last two posters, it is actually fun to see how you can help someone by sharing the knowledge you have, and as long as I can enjoy that feeling, I'll keep doing it when I have the time. But you should not make it a duty for yourself to help everyone in need of advice, it would soon be too much to handle.
Title: Re: We are always looking for Support Specialists!
Post by: Jumpmasterrt on June 19, 2008, 01:51:53 AM
The thing I get out of it is I learn something new about SMF/PHP/SQL everytime I help with a problem.... well, that and I'm one of those people who love puzzles and that's what support requests are.... puzzles.
That's why I got into medicine too. :D
Title: Re: We are always looking for Support Specialists!
Post by: metallica48423 on June 19, 2008, 03:23:10 AM
Puzzles don't get much  more complex than the human body :P
Title: Re: We are always looking for Support Specialists!
Post by: Tony Reid on June 19, 2008, 03:46:44 AM
Puzzles don't get much  more complex than the human body :P

Hmmm... possibly , but in my view - our female counterparts can be the most complex puzzle of all! Especially when they get all emotional watching cheesy films like dirty dancing.

Title: Re: We are always looking for Support Specialists!
Post by: metallica48423 on June 19, 2008, 03:51:25 AM
sadly, I had the feeling someone was going to go after that one :P
Title: Re: We are always looking for Support Specialists!
Post by: Jumpmasterrt on June 19, 2008, 03:28:17 PM
That's why I didn't go into psych-anything. My specialty is the pulmonary system. Air goes in, air comes out regardless of what sex you are. ;) LOL

Same with SMF/PHP :D
Title: Re: We are always looking for Support Specialists!
Post by: fwitt on June 19, 2008, 04:37:27 PM
/me goes on a little wander to find out what these toys are...

I have to admit i probly wouldnt notice if someone gave me a trophy unless some pm'd me to tell me but it all sounds like a good idea.
Title: Re: We are always looking for Support Specialists!
Post by: Jumpmasterrt on June 19, 2008, 07:19:33 PM
Me neither, I get more satisfaction from solving the problem. I throw a little party over my keyboard with every one I figure out. :D
Title: Re: We are always looking for Support Specialists!
Post by: metallica48423 on June 19, 2008, 09:37:41 PM
no need for details :P

nah, j/k.

Like i said.  Consistency.  We look for people in it for the long run.
Title: Re: We are always looking for Support Specialists!
Post by: Jumpmasterrt on June 20, 2008, 02:00:27 AM
no need for details :P
Well, when you're stuck in Iraq and it's this or the alternative, a little keyboard party is usually just another can of near beer ;)
Title: Re: We are always looking for Support Specialists!
Post by: H on August 02, 2008, 07:28:26 AM
It has been almost 1/2 a year and in that time 148 people have joined the community support group :D
Title: Re: We are always looking for Support Specialists!
Post by: babjusi on August 02, 2008, 07:33:12 AM
It has been almost 1/2 a year and in that time 148 people have joined the community support group :D

It is about quality and not quantity, remember ;) :P
Title: Re: We are always looking for Support Specialists!
Post by: Mother Goose on August 04, 2008, 03:04:50 PM
Puzzles don't get much  more complex than the human body :P

Hmmm... possibly , but in my view - our female counterparts can be the most complex puzzle of all! Especially when they get all emotional watching cheesy films like dirty dancing.



(https://www.simplemachines.org/community/proxy.php?request=http%3A%2F%2Fhomesteadexchangenetwork.net%2Fsmf%2FSmileys%2Fdefault%2FMG_LMAO_F.gif&hash=029d741febca487fcf358000455fe26a) hey hey hey now!!

You didn't find Dirt Dancing incredibly moving?  (https://www.simplemachines.org/community/proxy.php?request=http%3A%2F%2Fhomesteadexchangenetwork.net%2Fsmf%2FSmileys%2Fdefault%2F_thb_MG_Happy_TearsF.gif&hash=7e8ceccb4aad3ecd5ead418cfbc5f98d)
Title: Re: We are always looking for Support Specialists!
Post by: thenepalgallery on October 05, 2008, 08:12:41 AM
i am new bie to smf, just 2 month old

so me not possible

Title: Re: We are always looking for Support Specialists!
Post by: Jade Elizabeth on October 05, 2008, 02:01:09 PM
i am new bie to smf, just 2 month old

so me not possible



Anything is possible. I knew answers to support questions after I had been a member for 2 months, I didn't know them all, but I knew some. You learn as you use it, by asking questions, reading the Online Manual, and by searching :D.
Title: Re: We are always looking for Support Specialists!
Post by: G6™ on January 13, 2009, 04:50:09 PM
Indeed, there are very few things you cant find the answers to now after 3 years with SMF and all the mods tried during that time  :)
Title: Re: We are always looking for Support Specialists!
Post by: Dzonny on March 04, 2009, 02:58:25 PM
i'm asking is there some conditions to became mod on some language specific support forum?
Title: Re: We are always looking for Support Specialists!
Post by: 青山 素子 on March 04, 2009, 04:41:18 PM
Provide good support in those boards and you'll be noticed by the other moderators there. Those moderators have the option of nominating you for a moderator position in those boards.

If there is a specific language forum that doesn't have active moderators, you can petition the project managers directly to have moderator duties there.
Title: Re: We are always looking for Support Specialists!
Post by: kubMCC on March 20, 2009, 12:31:40 PM
i am new bie to smf, just 2 month old

so me not possible



Anything is possible. I knew answers to support questions after I had been a member for 2 months, I didn't know them all, but I knew some. You learn as you use it, by asking questions, reading the Online Manual, and by searching :D.

100% thumbs up

ok, playing the "angry one" I would say: "so why are You (thenepalgallery) posting this anyway" ....

being the "experienced" one I have to say: I think, for me as a newbie, it may be easier to give a quick reply to other newbies running in the same startup "unknowns", because
1) I had the same thing just 2 days ago
2) the guys being "deep inside" are spending their time to look for the more specific hooks in deeper areas of the sourcecode and "do not have the time" for the simple stuff .....

so it's on us, the "newbies" to help the "babys"  ;) 8)

kub from BRD
Title: Re: We are always looking for Support Specialists!
Post by: lucas-ruroken on April 30, 2009, 02:54:32 PM
thank you very much ^^ :)
Title: Re: We are always looking for Support Specialists!
Post by: Informatics on May 08, 2009, 01:01:02 PM
i would like to be a part of Support Specialist Member.
Title: Re: We are always looking for Support Specialists!
Post by: N3RVE on June 01, 2009, 05:13:54 PM
i would like to be a part of Support Specialist Member.

Thanks for your interest, please read:
.

-[n3rve]
Title: Re: We are always looking for Support Specialists!
Post by: JBlaze on March 11, 2010, 04:20:04 AM
This topic could use an edit. H and [n3rve] are no longer on the team.
Title: Re: We are always looking for Support Specialists!
Post by: JBlaze on March 11, 2010, 05:21:20 AM
Hi,

If you are looking for support specialist then you can visit: **** for better support.


Thanks
computer support team

Spamfail
Title: Re: We are always looking for Support Specialists!
Post by: james_0_0_7 on March 11, 2010, 05:22:26 AM
@johnpratt,  Man take a look, what the topic is about then reply, don't just spam your Website link.  >:(

Title: Re: We are always looking for Support Specialists!
Post by: Night09 on March 11, 2010, 05:28:32 AM
Hi,

If you are looking for support specialist then you can visit: askpcbull******.com for better support.


lol you cant even keep your own site up to date nevermind repair somone elses.
Title: Re: We are always looking for Support Specialists!
Post by: JBlaze on March 11, 2010, 05:29:39 AM
Psst. Ya'll are getting a bit off-topic ;)
Title: Re: We are always looking for Support Specialists!
Post by: james_0_0_7 on March 11, 2010, 05:43:21 AM
* James_0_0_7 says sorry to JBlaze and then again gets off-topic  :P *
Title: Re: We are always looking for Support Specialists!
Post by: perplexed on March 11, 2010, 04:40:36 PM
Where did they all go to?  I haven't been here since the new year and everything's changed
Title: Re: We are always looking for Support Specialists!
Post by: perplexed on March 11, 2010, 04:58:50 PM
oh right oh, to the news board I go (that was not meant to rhyme)  thank you muchly arantor :)
Title: Re: We are always looking for Support Specialists!
Post by: Jacob F on April 01, 2010, 03:49:58 PM
Wait a second, I have a question. Is this somewhat of a trial type program? I know I give trials for staff positions on my site. Also, are we able to apply for this? If so, I would really enjoy being on the support team, since I already have been on the support helper team for almost 3 months. I am knowledgeable with SMFForfree.com and the mods standardly installed such as EzPortal, etc. I really would enjoy working in any position within my knowledge of this software, and I do not care about money when it comes to helping people out.
Title: Re: We are always looking for Support Specialists!
Post by: Arantor on April 01, 2010, 03:52:02 PM
No, this isn't a trial type program. This is the team telling people they're always looking for more staff - but it's never done by people requesting a position. See: http://www.simplemachines.org/community/index.php?topic=367251.0

If you spend more time here, providing good quality support, you will be noticed and if sustained, offered an invite.
Title: Re: We are always looking for Support Specialists!
Post by: Jacob F on April 01, 2010, 03:55:15 PM
Okay, then I will continue trying to provide quality support.  :)
Title: Re: We are always looking for Support Specialists!
Post by: Jacob F on April 01, 2010, 03:59:54 PM
Lol, thanks.  ;D
Title: Re: We are always looking for Support Specialists!
Post by: [S-Y-N-C] on May 26, 2010, 03:00:43 AM
Jake, this is "Nick" from your forums.

I'll always help the community i use.
Title: Re: We are always looking for Support Specialists!
Post by: Jacob F on May 26, 2010, 09:59:03 AM
Oh, hey Nick.  :P
Title: Re: We are always looking for Support Specialists!
Post by: naikvarda on April 25, 2011, 01:08:13 AM
 what is the work done by the support specialist.
Title: Re: We are always looking for Support Specialists!
Post by: Kindred on April 25, 2011, 01:50:58 AM
Support..........
Title: Re: We are always looking for Support Specialists!
Post by: TechTitan on April 25, 2011, 02:04:27 AM
and more support...endless world of supporting..  ;D
Title: Re: We are always looking for Support Specialists!
Post by: Aleksi "Lex" Kilpinen on April 26, 2011, 12:42:42 AM
The Support Specialists handle the support boards, Reply to support requests, follow up on cold cases left behind by the Support Helpers and other community members, moderate the forum where needed, supply Charter Member support through the Helpdesk and the forum, Seek out and call out possible support helpers of the month, seek out and call out possible future team members, and take part in the software development, planning and documentation and beta testing from the support viewpoint - since we are usually the folks who see what areas of the software and documentation cause the most trouble to the end users :) And like all team members, we are not limited to doing only this, the teams are meant to be specialists in their own field, but can also do things that fall to other teams territory.
Title: Re: We are always looking for Support Specialists!
Post by: KensonPlays on October 31, 2011, 03:07:59 PM
Thanks for this. I love helping out where I can. I'm not the best, not the worst, but middle-of-the-line. Some months I will be able to help out more than others :)
Title: Re: We are always looking for Support Specialists!
Post by: Bet99ty00 on November 03, 2011, 10:25:57 PM
I think it will get the average "sandbagger" out here to be more active helping people

Perks are always a good motivator

can we nominate employees for this? 
I have gotten a lot of help recently from many of the regular staff, and even some from the regular joes as well


EDIT by (F.L.A.M.E.R):
Links/Images for advertisement removed.
Title: Re: We are always looking for Support Specialists!
Post by: live627 on November 04, 2011, 02:22:27 AM
Support here can be given by anyone whenever. Remember, no one is paid.
Title: Re: We are always looking for Support Specialists!
Post by: Kindred on November 04, 2011, 07:09:10 AM
there are actually no "perks"....   and no, we do not take requests to join the team, nor do we take nominations.
Title: Re: We are always looking for Support Specialists!
Post by: Norv on November 13, 2011, 07:15:11 PM
can we nominate employees for this? 
I have gotten a lot of help recently from many of the regular staff, and even some from the regular joes as well

If you or perhaps others are willing to contribute, please do take a look at the possibilities:
http://www.simplemachines.org/contribute/
I'm not sure if you meant "employees" as referring to the SMF Support Specialists, but in case you did, then as stated above, Support Specialists are not anyone's "employees". They're doing this work for free, and because they want to spend their time helping users around SMF. And there aren't really obstacles to anyone doing that: most of the community forum here is meant for helping SMF forums admins, as much as possible, and this help can be given by anyone.